Collections Executive

Zolve; Bengaluru; Sur place; INR 600 000 - 900 000; Plein temps

Résumé du poste

Zolve is seeking a Collections Executive in Bangalore to manage outbound recovery conversations for US credit card accounts across 30–180+ days past due and charge-off stages. You will use predictive or auto-dialers, CRM workflows, and compliant negotiation to improve recoveries while offering sustainable payment solutions.

You will ensure accurate account documentation, escalation handling, and adherence to US collections requirements, with shifts aligned to US business hours and six-day

Responsabilités

• Make high-volume outbound calls to US credit card customers 30–180+ days past due.
• Explain balances, APR, minimum payments, late fees, and payment arrangements clearly and accurately.
• Negotiate payments, settlements, and hardship programs within authorization guidelines.
• Use predictive or auto-dialers and collections CRM systems to prioritize accounts and record interactions.
• Resolve disputes and escalations with verification and documentation.
• Meet daily and monthly recovery, right-party contact, and productivity targets.
• Apply FDCPA, FCRA, TCPA or Regulation F requirements to interactions and escalate where needed.
• Work from Bangalore office aligned to US hours, six days a week when required.
• Bring 2–3 years of hands-on US credit card collections experience across delinquency and charge-off stages.
• Communicate in clear, neutral English with customers and maintain professional interactions.

Description du poste

The hiring organization operates a customer-focused collections function supporting US credit card portfolios. Its teams help customers resolve delinquency through compliant, respectful conversations while improving recoveries, repayment outcomes, and portfolio health. The organization values clear communication, disciplined execution, accurate account handling, and consistent customer verification. Collections professionals work with structured processes, technology-enabled calling systems, and performance measures that connect daily activity to meaningful financial results. The role offers an opportunity to build specialized experience in US credit card collections, including delinquency management, hardship support, settlements, disputes, and charge-off recovery. Team members are expected to collaborate across operations, follow applicable customer-protection requirements, and maintain professionalism across high-volume interactions. The work environment is performance-oriented and office-based in Bangalore, with schedules aligned to US business hours and operational coverage requirements.

About the Role

As a Collections Executive, you will own outbound recovery conversations for US credit card accounts across 30–180+ days past due and charge-off stages. Through predictive or auto-dialers, CRM workflows, account research, and compliant negotiation, you will improve recoveries while helping customers identify sustainable payment solutions. You will assess account circumstances, explain balances and payment obligations, negotiate settlements or hardship arrangements within approved guidelines, and secure accurate payment commitments. The role also owns timely handling of disputes, escalations, verification requirements, and account documentation. Success means delivering consistent right-party contact, promise-to-pay conversion, recovery, and productivity results while maintaining clear spoken English, professional customer interactions, and adherence to US collections requirements. This is a work-from-office role in Bangalore aligned to US shift hours, with six-day schedules that may include weekends and holidays when required.

Key Responsibilities

• Make high-volume outbound calls to verified customers with US credit card accounts between 30 and 180+ days past due, converting productive conversations into payments and sustainable repayment commitments.
• Own account resolution across delinquency and charge-off stages by explaining balances, APR, minimum payments, late fees, payment arrangements, and approved next steps clearly and accurately.
• Negotiate payments, settlements, and hardship programs within authorization guidelines, improving recovery value while aligning arrangements with customer circumstances and documented repayment capacity.
• Use predictive or auto-dialers and collections CRM systems to prioritize accounts, record every interaction, maintain accurate dispositions, and protect the integrity of portfolio and performance reporting.
• Resolve customer disputes and escalations through verification, investigation, clear communication, and timely routing, reducing repeat contacts while preserving compliance and customer trust.
• Deliver daily and monthly recovery, right-party contact, promise-to-pay, and productivity targets through disciplined call planning, objection handling, follow-up ownership, and consistent conversion of commitments.
• Apply FDCPA, FCRA, TCPA or Regulation F, privacy, and customer-verification requirements to every interaction, escalating uncertain situations instead of creating avoidable regulatory or customer risk.
• Work Bangalore office schedules aligned to US hours, including six-day coverage, weekends, and holidays when required, maintaining dependable attendance and service continuity for the assigned portfolio.
• Bring 2–3 years of hands‑on US credit card collections experience, preferably with a bank or fintech, covering 30–180+ DPD, charge-offs, settlements, hardship programs, disputes, and escalations.
• Communicate confidently in spoken English with a clear, neutral accent, using strong listening, objection handling, payment negotiation, and de‑escalation skills during high-volume customer conversations.
• Operate predictive or auto-dialers and collections CRM systems while understanding US credit card processes, APR, minimum payments, late fees, payment arrangements, and applicable FDCPA, FCRA, TCPA or Regulation F requirements.

Additional Plus

• Prior experience with a major bank, fintech, or established US collections process is a plus because it can shorten ramp time across portfolio controls, call standards, and recovery workflows.
• Experience managing charged‑off portfolios, hardship queues, settlement authority, or complex customer disputes is advantageous when decisions must balance recovery outcomes, customer circumstances, and compliance requirements.
• Familiarity with quality monitoring, call calibration, account segmentation, and recovery analytics can help identify conversion opportunities and improve daily performance against operational targets.

What You'll Bring

• You bring 2–3 years of direct experience in US credit card collections and a practical understanding of how delinquency progresses from 30 DPD through 180+ DPD and charge-off. You can confidently discuss APR, minimum payments, late fees, payment arrangements, settlements, and hardship options without losing accuracy or empathy.
• Your spoken English is clear and neutral, enabling effective conversations with US customers across routine, resistant, and escalated situations. You are comfortable making high-volume outbound calls, using predictive or auto-dialers, navigating collections CRM systems, and documenting outcomes precisely.
• You know how to verify customers, protect privacy, handle disputes, and escalate issues under FDCPA, FCRA, TCPA or Regulation F expectations. You are motivated by measurable recovery, right‑party contact, promise-to-pay, and productivity goals, and you understand that sustainable performance depends on both conversion and compliant customer treatment.
• You are also prepared to work from the Bangalore office during US shift hours, six days a week when required, including weekends and holidays. A background with a bank, fintech, or established collections operation will be valuable.

Why Join Us

• Build specialized expertise in US credit card collections across delinquency, charge-off, settlement, hardship, dispute, and escalation workflows while working with structured processes and experienced operations leaders.
• Own measurable outcomes connected to recovery, right‑party contact, promise-to-pay, productivity, and customer resolution, giving your daily work a clear operational and financial impact.
• Develop stronger negotiation, compliance, customer communication, and portfolio‑management capabilities through hands‑on exposure to technology‑enabled collections and performance‑led operating practices.

What We Offer

• A Bangalore work‑from‑office role aligned to US shift hours, with clear expectations around six‑day operational coverage, including weekends and holidays when required.
• Structured exposure to predictive or auto-dialers, collections CRM workflows, US credit card processes, compliant negotiation, hardship support, settlements, disputes, and charge-off recovery.
• A target‑driven environment where recovery performance, customer resolution, compliance quality, and productivity are visible measures of contribution and professional growth.
• The opportunity to work with teams handling specialized US collections operations while strengthening communication, negotiation, account‑resolution, and regulatory‑process skills.